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Product Configuration

Article ID: 153
Last updated: 28 Jan, 2019

For examples and details on how to create IVR services, please read the QME and IVR module User Guide. 

This section focuses on some technical details, which the Administrators should know to understand the application behavior better.

User permissions

To be able to create or modify an IVR service your permission level you must be an Administrator (Complete Management). This will give you full control over the application.
You can set user permissions form the Admin -> User Management page.

Adding a new IVR service

You can add a new IVR service from the Services web page, by clicking on “Add a new IVR service”. The service can be created via a Wizard or starting from a template. 
The IVR Service name and the Pilot number must be unique for the whole system. Since QME runs the IVR services, the number and the name must be also different from the ACD queue names and numbers.
Usually you define one IVR service (with one pilot number) for each site in your organization, or for each PSTN public number.

For complex scenarios, you can define more than one IVR service and cascade them, transferring the call from the first service to the other services pilot numbers.

Behaviors and the Main Behavior

Behaviors define how the call is treated after being answered. Behaviors can play audio files, wait for DTMF tones, drop or transfer the calls, and so on. 
The first behavior you add to the service becomes the Main Behavior that will be executed when the call is answered. 

The following behaviors are available:

  • Menu: allows you to define a multi-level menu with DTMF selection, to help the caller to reach the desired destination
  • Transfer To: transfers the call to a specific destination
  • Play message: plays a message and hangs up. Helpful to provide self-service information
  • Dial in: allows the caller to reach the desired person, by dialing the his/her extension

Transfers

All IVR Module transfers are blind transfer. They fail instantly if the destination is invalid or cannot be reached. In this case, the caller hears no ringback. 
If the destination can be reached, the caller hears the ringback tone from the PBX. 

For each transfer you can define a message to be played before initiating the transfer, the number of retries, and messages to be played in case of failure.
After the retries are exceeded, you can choose to drop the call or trigger an existing behavior.

Menu

Through the Menu behavior, you can easily create simple auto attendant. You design the call flow through the web interface, specifying what happens when the user presses a digit on the phone, how many times to repeat the intro message on timeout and so on.

Each option (i.e. DTMF) can lead to a sub menu. The timeout and invalid selection options are inherited by the sub menus, but can be overridden if needed.

Dial in

While the Menu behavior reacts as soon as you dial one digit, the Dial-in behavior is able to collect digits. You can define the minimum and maximum number of digits to be collected, a timeout, and if the caller must press # at the end.

Audio prompts

You can easily add and audio prompt by clicking on the textbox close to the message label. It is a best practice to add the transcript of the text pronounced in the audio file.
Audio files can be recorded in .Mp3, .Wav and other formats, and will be converted to PCM 8kz 16-bit mono. Use this format if you think the audio quality is bad when you call the IVR service. 

To check the audio prompt quality after conversion, save the behavior, then click on the play icon, then on the download icon. Play the file locally on your PC.

All the audio messages are optional.
To delete the message, click on the trash icon. 

Note: please download and backup any audio file before removing it from an existing IVR service, because it will be deleted from the server.

If you request an audio file deletion, the audio files will actually be removed from disk when no IVR service is using it anymore.

IVR Module for QME does not support text to speech.

Scheduling behaviors

The timetable allows you to change the behavior associated to a pilot number based on the date and time when the call arrives to the IVR. 

For example, you could define a “day” behavior and a “night” behavior. Select the Night behavior as default, pressing the “Outside of defined schedules, execute the following behavior” button on the bottom of the timetable.
Then add a new scheduled behavior for the working hours, selecting the “day” behavior.

The holiday and special events allows you to override the normal schedule, executing different behaviors.

Modifying an existing IVR service

You can safely edit any an existing IVR service without the need to restart the service. If you make changes, calls currently connected to the IVR service will retain the old behavior. The changes apply to new calls.

Other IVR service settings

When you edit an existing IVR service, you can define an additional behavior, which is triggered when the maximum number of concurrent calls is exceeded (“overflow”). To understand how the IVR Module license relates to QME licensed channels, please read the “License Activation” page in this guide.

You can also define a default timeout for DTMF selection.

Data Retention

From IVR "Settings" tab, it is possible to specify maximum lifetime (in days) of historical data. That is, older data will be periodically deleted. Set it to zero (0) to disable automatic deletion. Please, notice that this setting may impact on the database size. 

Starting the service

Since QME and the IVR module share the same service, you can start and stop from QME manage service page. Stopping QME service stops all the queues, as well as all IVR services.

Statistics and Reports

IVR Module records the outcome of each call served by IVR services. The call is recorder into a database table as soon as it has an outcome.

For each call, the following information is stored:

  • Date and time of the call arrival
  • Name of the IVR service which answered the call
  • Name of the Main behavior triggered
  • Type of behavior
  • Call duration, that is, how long the call remained connected with the IVR service
  • Destination number the call was routed to, if any
  • Calling number
  • Outcome

The outcome can be:

  • Completed: the call was successfully managed and dropped as specified by the service behaviors
  • Abandoned: the caller hung up the call
  • Transferred: the call was transferred to the specified number
  • Refused: the IVR Module could not serve the call because of license limitation

Through the web interface, you can perform:

  • Call Detail Analysis
  • Volume Analysis

Call Detail Analysis allows you to dynamically group and filter the call records. Here is how to do it.

  • First of all, select a time range for the calls you want to analyze
  • To filter the records, use the drop down lists in the column headers

Once generated, each report can be exported in CSV format.

Volume Analysis allows you to control the performance of your system.

For each call outcome you can get the number of calls, plus the average and maximum time.

In the Report options, you can filter the data by any of the available call information.

Once generated, each report can be exported in Excel or PDF format, and also scheduled.

Scheduling Reports

Scheduled reports are executed periodically and sent via e-mail.

To schedule a report, setup the filtering options and run it from the web interface. Once you are satisfied with the result, press the "schedule" button. You'll be asked when the report must be automatically executed, and the recipients' e-mail address check or edit these settings later, through the Scheduled Reports web page.

Article ID: 153
Last updated: 28 Jan, 2019
Revision: 8
Views: 482
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